BSBCUS501 - Customer Service Plan: Innovative Widgets Project

This project outlines a customer service plan for Innovative Widgets, detailing the company's vision and mission, internal and external customer requirements, and product quality specifications. It includes customer service guarantees and comprehensive policies and procedures for customer support, complaint resolution, and recordkeeping. The plan emphasizes the RATER model for service quality (Reliability, Assurance, Tangibles, Empathy, and Responsiveness) and incorporates communication and emergency procedures. Key policies address privacy, complaint handling, and records management, referencing relevant legislation such as the Privacy Act, Australian Consumer Law, and State Records Act. The plan also suggests leveraging social media for customer engagement and promotion. Desklib offers this project and other solved assignments for students.

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Customer Service Plan of Innovative
Widgets

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Table of Contents
Vision and Mission..........................................................................................................................5
Vision...........................................................................................................................................5
Mission........................................................................................................................................5
Internal and External Customers.....................................................................................................5
Internal Customers.......................................................................................................................5
Requirement of Internal Customers.............................................................................................5
External Customers......................................................................................................................6
Requirement of External Customers............................................................................................6
Product Quality Specifications........................................................................................................6
Minimum Safety Requirements...................................................................................................6
Dimensions..................................................................................................................................6
Tolerances....................................................................................................................................7
Pricing..........................................................................................................................................7
Material........................................................................................................................................7
Delivery.......................................................................................................................................7
Customer Service Guarantees..........................................................................................................7
Customer Services Policies and Procedures....................................................................................8
Customer Support Policy and Procedure-Collecting Market Research...........................................9
Purpose........................................................................................................................................9

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Scope............................................................................................................................................9
Resources.....................................................................................................................................9
Relevant Legislation....................................................................................................................9
Updated/Authorised.....................................................................................................................9
Customer Support Processes........................................................................................................9
Customer Complaints Policy and Procedure.................................................................................10
Purpose......................................................................................................................................10
Scope..........................................................................................................................................10
Resources...................................................................................................................................10
Relevant Legislation..................................................................................................................10
Updated/Authorised...................................................................................................................10
Customer Complaints Resolution Processes.............................................................................10
Recordkeeping Policy and Procedure............................................................................................11
Purpose......................................................................................................................................11
Scope..........................................................................................................................................11
Resources...................................................................................................................................11
Relevant Legislation..................................................................................................................11
Updated/Authorised...................................................................................................................11
Recordkeeping Processes...........................................................................................................12
Reflection.......................................................................................................................................12

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References......................................................................................................................................13

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Vision and Mission
Vision
The vision of Innovative Widgets is to render the best quality and reliable widgets for different
machines at reasonable prices to its customers and also to meet customer servicing needs in an
effective fashion.
Mission
The mission of Innovative Widgets is to render innovative product solutions to the customers and
also to provide the right quality of customer services both for its internal and external customer
groups. The management focuses on enhancing customer satisfaction and encouraging customers
to carry out repeat purchases.
Internal and External Customers
Internal Customers
The internal customers of Innovative Widgets encompass employees, staffs, supplier/vendor
firms and also the management body of the firm. It also includes the trade union bodies.
Requirement of Internal Customers
The internal customers require effective flow of information regarding changes in operational,
employment and business policies of the firm. The internal customers also require an

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environment based on mutual trust and partnership within the firm and also generation of
payment within the stated payment cycle (Toporek 2015).
External Customers
The external customer groups essentially consist of business-to-business customer groups that
focus on purchasing of widgets for different machines needed for manufacturing and other
operations.
Requirement of External Customers
The external customers require widgets that are high safe, quality proven and are technologically
equipped for meeting their emerging and challenging needs in the day-to-day manufacturing
environment. The external customers also require that the right types of products are marketed to
them for meeting their diverse demands (Toporek 2015).
Product Quality Specifications
Minimum Safety Requirements
The widgets manufactured are required to be stateless such that they are required to be free from
storage of any data concerning customer/user requests. In that they are required to be stateless,
the attributes of the widgets are only required to be incorporated during the time of installation.
Dimensions

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The height and width of the widgets would be measured in terms of the cells that are placed both
in a horizontal and vertical fashion. In case of incorporation of 20 cells, the available size in
terms of dp would be estimated as 70x20-30 or 1370dp (Aft 2018).
Tolerances
Manufacturing tolerances of the widgets are associated with the acceptability of the size of the
widget, the number of widgets produced within an effective period and also whether the same
meets the budgetary expectations.
Pricing
The widgets are priced at AUD 10 per piece and on purchases of 7500 units of such widgets;
Innovative Widgets tends to offer a discount of 10 percent to the purchaser.
Material
Recyclable materials are used for the manufacturing of the widgets such that they contribute in
addressing the cost parameters (Wagner 2015).
Delivery
Widgets can be effectively marketed and delivered to the customers through the use of the digital
platform. Both electronic and mobile commerce applications can be rightly incorporated for
helping customers to view, sort and order the products which are then reached through use of
logistic support.

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Customer Service Guarantees
Innovative Widgets offers money back guarantee for its widget products. Customers that are not
satisfied with the purchase of the widgets are thereby requested to contact the company within 60
days of purchase of the product. The management operates based on a no-question policy and
arranges for the return of the widget and in refunding the customer (Lawson 2014).
Customer Services Policies and Procedures
The customer services policies are based on the incorporation of the RATER Model.
Reliability (R): The firm takes special focus regarding delivering the right merchandise that had
been ordered by customers.
Assurance (A): The firm continually informs the customer regarding the movement of ordered
products. This enhances assurance of the customers.
Tangibles (T): Innovative Widgets focuses on sustaining high product standards.
Empathy (E): The customer representatives are trained to effectively hear the queries and
complaints of the customers and thereby take needed decisions.
Response (R): To take needed response regarding servicing internal and external customers
(Webber & Webber 2016).
Customer Services Procedures
Communication Procedures: Innovative Widgets focuses on sustaining a two-way
communication model through which it communicates customers regarding product

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specifications, sales and delivery information and also gains needed feedback and queries from
customers. Further, a survey form is used for gaining responses from the customers.
Complaints and Emergency Procedures: Complaints from customers are received based on
telephonic communication and also through use of electronic mails. The complaints are
addressed with needed urgency by the technical team (Taylor 2016).
Customer Support Policy and Procedure-Collecting Market Research
Purpose
The Privacy Policy is drafted for protecting the personal information of the customers that are
captured by the firm for business purposes.
Scope
This policy applies on customers that have purchased widgets and have shared their personal
information with the company.
Resources
Use of information technology resources are made for capturing and storing data.
Relevant Legislation
The Privacy Act of 1988 acts as the relevant legislation that protects the personal information of
customers (Collins 2016).
Updated/Authorised

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The Privacy Policy is updated on 27th July 2017 (Collins 2016).
Customer Support Processes
-To ask only for information needed for processing orders.
-To treat the information with needed confidentiality.
-Allowing limited access to personal information stored in systems
Customer Complaints Policy and Procedure
Purpose
The purpose of the complaint handling policy is to help generate needed reassurance to
customers regarding treatment of their concern in a fair and reasonable fashion and within an
effective period.
Scope
The policy applies to customers that have faced problems concerning use of widgets purchased
and interested in complaining to the company.
Resources
Different types of resources both printed and digital are used for gaining of needed complaints
from the customers (Baer 2016).
Relevant Legislation
-Australian Consumer Law of 2011

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-Competition and Consumer Act of 2010 (Baer 2016).
Updated/Authorised
The Australian Consumer Law is updated as on 28th February 2018.
Customer Complaints Resolution Processes
-Customer support listens to the problem
-Records details concerning the problem
-Discusses options with customer for resolving the problem
-After agreeing on a solution responds quickly for resolving such (Cortés 2017).
Recordkeeping Policy and Procedure
Purpose
Records Management Policy focuses on the identification, classification and also the storage of
essential records associated to different stakeholders.
Scope
The scope of the policy encompasses the different stakeholders of the firm like suppliers,
vendors, employees and management.
Resources

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Information technology resources and also different log books are used for recordkeeping
purposes.
Relevant Legislation
State Records Act of 1998 acts as the relevant legislation in this respect (Smallwood 2013).
Updated/Authorised
The legislation was last updated on 29th June 2018 (Smallwood 2013).
Recordkeeping Processes
-Identification of the records to be recorded and also the task owners for such
-Identification of the inventory and resources for storage of records
-Decide on the documents needed for gaining support
-Organising and rechecking of records (Lawson 2014).
Reflection
The Customer Service Plan for Innovative Widgets effectively underlines the different policies
required for meeting needs regarding customer support, addressing of customer complaints and
also for recordkeeping activities. It also underlies the different process related steps required to
be met along the stated categories for addressing the different legislations like Privacy Act,
Australian Consumer Law and also the State Record Act. The social media networks like
Facebook and Twitter can be effectively employed by Innovative Widgets for sustaining

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effective relations with the customers and also in promoting the widgets with offers and
discounts.

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References
Aft, LS 2018, Fundamentals of Industrial Quality Control, CRC Press, United Kingdom.
Baer, J 2016, Hug Your Haters: How to Embrace Complaints and Keep Your Customers,
Penguin, United Kingdom.
Collins, D 2016, Nursing Policies and Procedures for Long Term Care: Nursing Home Policy
and Procedure Manual, LTCS Books, United Kingdom.
Cortés, P 2017, The Law of Consumer Redress in an Evolving Digital Market, Cambridge
University Press, United Kingdom.
Lawson, H 2014, Practical Record Keeping: Development and Resource Material for Staff
Working with Pupils with Special Educational Needs, Routledge, New York.
Smallwood, RF 2013, Managing Electronic Records: Methods, Best Practices, and
Technologies, John Wiley & Sons, United Kingdom.
Taylor, WC 2016, Simply Brilliant: How Great Organizations Do Ordinary Things In
Extraordinary Ways, Penguin UK, United Kingdom.
Toporek, A 2015, Be Your Customer's Hero: Real-World Tips and Techniques for the Service
Front Lines, AMACOM, United States.
Wagner, R 2015, Widgets: The 12 New Rules for Managing Your Employees as if They're Real
People, McGraw Hill Professional, United Kingdom.
Webber, M & Webber, L 2016, It Governance: Policies and Procedures, 2017 Edition, Wolters
Kluwer Law & Business, United Kingdom.

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